Jumia is Africa’s leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs and Jumia Services. It is led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC.
Porto Tech Centre (PTC) is Jumia’s IT development centre, with around 200 IT-specialists. Porto Tech Centre was created in 2012 with the aim of focusing on IT development. At PTC, we provide you with a unique and exciting opportunity to work in an entrepreneurial environment and develop smart solutions for our group companies. We do e-commerce online shops, logistics, business intelligence and mobile applications, involving a wide range of high-end technologies for tens of millions customers. The software we create is present in more than 20 countries. Working at PTC means being in the first line of e-commerce development in emerging markets.
Africa is one of the fastest growing economies in the world, offering excellent opportunities in a vibrant and booming environment. Its economic growth has enabled innovative businesses to flourish and this is where Jumia steps in.
We are currently looking for talented people with a passion for emerging markets and Africa to join our team and embark on our exciting journey.
Responsibilities:
- Provide Nav support services to country Finance teams (users), reviewing and analyzing reported issues;
- Provide guidance to users to allow them to solve or bypass issues;
- Propose alternative actions whenever possible, researching viable paths, liaising with remaining Jumia team members whenever needed;
- Perform root-cause analyses to pinpoint issue’s causes, reviewing and analyzing symptoms;
- Create or follow up tickets on Nav Zendesk helpcenter, providing a unified point of access to all information pertaining to reported issues;
- Identify knowledge gaps at the user community and organize focused training sessions to mitigate them;
- Identify documentation needs from the user community and produce or organize the production of related materials;
- Identify and escalate priority issues per Client specifications;
- Redirect problems to appropriate resources based on their criticality;
- Follow up and make scheduled call backs to customers where necessary.
Requirements:
- Higher education either in IT, Accounting or Business
- Finance and Accounting Knowledge
- Knowledge of relevant software computer applications and equipment;
- Proficiency in English, both written and verbal.
- Knowledge of customer service principles and practices;
- Effective listening skills;
- Ability to speak and write clearly and accurately;
- Demonstrated proficiency in typing and grammar;
- Willingness to co-operate with others and work to the greater good;
- Multi-tasking capabilities.
Personal qualities & Behavioral traits:
- Solution-oriented and pro-active attitude;
- Likes problem analysis and solving;
- Eager to work in team environment and share know-how;
- Easily adapts to new situations and changes;
- Has a keen attention to detail and is organized.
We offer:
- You will belong to an international talented team, evolving in a fast-paced environment. Our people are inspiring, ready to take challenge, and will support you in working on an international scale impacting tens of millions of revenue and users. Our commitment to our teams is to turn everyone into the finest in their area by providing constant intensive training using different techniques;
- We will offer you a second home where you will find opportunity for growth and career development. Benefit list includes (but is not limited to) health insurance, parental bonus, snacks, fruits and bonuses based on your excellent results;
- We are passionate about what we do, and we have fun while doing it. And above all, we believe that nothing is impossible.
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